Improving Incident Management Processes in Two IT Service Provider Companies
- Marko Jäntti
- 2011 22nd International Workshop on Database and…
This paper describes the creation of Eureka, a knowledge base solution developed in 2000 at Harvard and the first-place winner in the Student Employee Web Site category at SIGUCCS 2001. Our methodology in creating Eureka was to focus on creating a central core of knowledge: expert answers to common questions, stored in a lowest-common-denominator format accessible across a variety of channels. This core set of knowledge allows our organization to maintain full control over a set of official answers that student staff may then propagate to end users in person, over the telephone, and via the Web and e-mail.
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